MESSENGER API FOR INSTAGRAM
Solo Stove
Keeping customers happy with Messenger API for Instagram
Brand
Partner
increase in positive sentiment across social networks,
decrease in median response time
more new customer service replies sent per month
THEIR STORY
A love for the outdoors
Founded in 2010, Solo Stove designs and sells outdoor products such as fire pits, camp stoves, grills, and accessories. The company uses social media to connect with customers, and often runs crowdfunding campaigns to expand its product line.
THEIR GOAL
Using Instagram as an efficient customer communications channel
Approximately one quarter of the private messages Solo Stove received came from Instagram Direct and post tags on Feed and Stories, and the team was looking for a way to manage this large volume of customer queries and feedback it received. To serve customers better, it also wanted to understand how customers used Instagram Direct as a communication channel.
THEIR SOLUTION
Embarking on a new social adventure with Messenger API for Instagram
Solo Stove partnered with social media management company Sprout Social and adopted its Smart Inbox solution, which includes Messenger API for Instagram. With this integration, messages, comments, and tags from customers on Instagram are consolidated into a single, centralized inbox, offering the Solo Stove customer service team greater visibility over queries and messages received.
As a result, Solo Stove’s agents can work from the same inbox, see automated tags that organize messages by topic, and quickly respond to customers. This helps to decrease response time, increase productivity, and offer customers a more consistent support experience.
THEIR SUCCESS
Better, faster interactions
Since obtaining access to the Messenger API for Instagram through Sprout Social in May 2021, Solo Stove now offers customers a consistent support experience on Instagram and has earned the following results:
- 24% increase in positive sentiment across social networks, including Facebook and Instagram (between June 2021 and September 2021, compared to February 2021 and May 2021)*
- 83% decrease in median response time (prior to integration compared with September 2021)
- 3x more new customer service replies sent per month (between May 2021 and June 2021)
*Calculated using Sprout’s sentiment summary
In a hyper-connected world, it’s crucial to understand how customers like to communicate and meet them on those channels. Sprout Social’s expert solutions have been highly effective in helping us provide better and faster customer service, boost agent productivity and discover innovative ways of helping customers stay in touch with us via Instagram.
Brian Saavedra
It’s never been easier for customers to connect with their favorite brands, especially on platforms such as Instagram. That’s why it’s essential for digital-first companies like Solo Stove to keep up with emerging social trends and adopt solutions that help them meet customers where they are.
Sarah Cameron
PRODUCTS USED
Messenger API for Instagram
Integrating with existing tools and data, the Messenger API for Instagram makes managing high volumes of customer messages easier--helping to turn conversations into business outcomes.